GUEST SATISFACTION SPECIALIST

Seminole Gaming•Tampa, FL

11d•Onsite

About The Position

Whether you want to make your debut or go back on tour after a long hiatus, starting a career at Seminole Hard Rock Hotel & Casino Tampa can feel more like play than work. This expansive property is the premier entertainment destination of Central Florida & features high stakes table games along with thousands of the hottest slot machines. Owned & operated by the Seminole Tribe of Florida, this electrifying casino destination boasts rock star amenities at its AAA Four Diamond rated hotel ranging from seven award-winning Zagat-rated restaurants, a newly renovated Rock Spa® & Salon and VIP services galore. Our Commitment to Service: We don’t have customers, we have Guests. Unparalleled Service isn’t just a part of our mission statement at Seminole Gaming; it’s a commitment to each and every one of our current & future Guests. Our staff spends their time making sure that every single one of our guests gets the rock star treatment, but the Seminole Hard Rock family also rolls out the red carpet for our employees with competitive benefits & a great work environment. Appearance: How we look & appear to each guest provides an important impression of our Company. Non-permitted guidelines include unnatural hair color, visibly explicit or offensive tattoos, facial tattoos, ear piercings that alter the shape and/or size of the ear, any visible body or facial piercings other than two (2) piercings per ear, facial hair longer than ½ inch in length or mustaches that extend past ¼ inch below the upper lip. Please note this list is not all-inclusive, as well as exceptions to these rules may apply for certain departments. JOB DESCRIPTION Under the direction of the Guest and Team Member Experience Manager, the incumbent will help create and support an environment for professional growth and development while participating in the future direction of learning and innovation.

Requirements

High School diploma, GED, or equivalent required
Two (2) Years of hospitality experience preferred
Excellent interpersonal skills
Proficient knowledge of Microsoft Office is required
Intermediate skills in Excel are required, to include the following:
Ability to create, modify and format charts
Ability to modify a database and insert data from another application
Ability to use graphic objects to enhance worksheets and charts
Ability to filter data and manage filtered lists
Ability to perform multiple-level sorting , using sorting options, and design considerations
Ability to use mathematical, logical, statistical and financial functions
Ability to group and dissociate data and perform interactive analysis
Ability to use advanced functions (COUNTIFS,SUMIFS, IFERROR, VLOOKUP, IF) preferred
Proven ability to work with data manipulation, preparation and presentations
Must possess the ability to understand and interpret graphical representation of data
Must possess basic mathematical skills to include ability to add, subtract, multiply and divide specific to position responsibilities
Team-oriented and must enjoy working with and assisting people.
Must be articulate and possess a professional appearance and demeanor.
Must be detail-oriented
Ability to work under pressure
Must possess excellent time management skills
Ability to function in non-standard situations where some judgment must be exercised
Must be able and willing to work flexible hours to include evenings, weekends and holidays
Must be able to communicate effectively with guests in English, specific to position duties and responsibilities

Nice To Haves

Bachelor’s in Business, Communications, or related field preferred

Responsibilities

Maintains and updates existing reports on a daily, weekly, or monthly basis
Analyze and evaluate guest survey responses to determine guest satisfaction
Provide guest trending insight to management
Manage the internal secret shop program with the goal of elevating guest satisfaction scores and maintaining relevant training programs
Analyze and research best practices in regard to guest satisfaction
Assist in the development of effective strategies and activities that promote long-term guest loyalty
Maintains professional relationships with operational partners
Presents and speaks to groups about service trends, initiatives, and updates
Assists the training department in the development and delivery of related training programs (Microsoft Office, Guest Service, Service measurement systems etc)
Prepares ad-hoc analysis or reports upon request
Conducts themselves in accordance with all Gaming Commission Regulations, and Seminole Tribe of Florida/departmental policies and procedures
Other duties as assigned